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Cisco Learning Credits

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The Cisco Continuing Education Program offers all active certification holders flexible options to recertify by completing a variety of eligible training items.

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Cisco Digital Learning

Certified employees are VALUED assets. Explore Cisco official Digital Learning Library to educate yourself through recorded sessions.

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Cisco Business Enablement

The Cisco Business Enablement Partner Program focuses on sharpening the business skills of Cisco Channel Partners and customers.

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Fortinet Technical Certifications

The Fortinet Network Security Expert (NSE) program is an eight-level training and certification program to teach engineers of their network security for Fortinet FW skills and experience.

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Fortinet Technical Courses

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Fortinet Services Packages

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Prepforce Bootcamp

The only comprehensive source available today to prepare for Fortinet NSE 8 certification globally.

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Microsoft Training

Insoft Services provides Microsoft training in EMEAR. We provide Microsoft technical training and certification courses that are led by world-class instructors.

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Technical Training

The evolution of Extreme Networks Technical Training provides a comprehensive progressive pathway from Associate to Professional accreditation.

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ATP Accreditation

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What we do

Through our global presence and partner ecosystem, we provide strategic IT consulting services to align IT services with customers' business goals.

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We are pleased to launch pre-scoped Enterprise Networking Consulting Packages, our ready-made solutions, tailored to ensure efficiency and cost containment.

 

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We specialize in the deployment of vendor-specific automation tools as well as open-source and vendor-independent solutions, that can be tuned in accordance with the business needs of a specific organization.

 

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In a world where technologies are evolving rapidly, every company - business needs a partner to rely on and trust for the smooth and secure operation of its network infrastructure.

 

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We provide comprehensive IoT consultancy, deployment and support solutions for businesses that want to launch or improve their use of connected technologies. You’ll have the expert guidance you need to streamline operations, increase efficiency and maximize outcomes.

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In a world where technologies are evolving rapidly, every company - business needs a partner to rely on and trust for the smooth and secure operation of its network infrastructure.

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In a world where technologies are evolving rapidly, every company - business needs a partner to rely on and trust for the smooth and secure operation of its network infrastructure.

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In a world where technologies are evolving rapidly, every company - business needs a partner to rely on and trust for the smooth and secure operation of its network infrastructure.

 

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In a world where technologies are evolving rapidly, every company - business needs a partner to rely on and trust for the smooth and secure operation of its network infrastructure.

 

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We provide the highest level of expertise on Cisco consultancy services, that target audits of your current network and implementing updates for improved operational performance, secure data and compliant systems.

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We provide the highest level of expertise on Fortinet consultancy services that target audits of your current network and implementing updates for improved operational performance, secure data and compliant systems.

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Our team can help enterprises, get the most value from Extreme products and services following our predefined value-added packages or custom ones that fits business needs.

 

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About Us

Our training portfolio includes a wide range of IT training from IP providers, including Cisco, Extreme Networks, Fortinet, Microsoft, to name a few, in EMEA.

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SVC201 – Service Cloud Essentials for Managers

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SVC201 – Service Cloud Essentials for Managers

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Duration
2 Days
Delivery
(Online and onsite)
Price
Price Upon Request

The SVC201 – Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting.

The Salesforce Service Cloud helps managers establish and maintain solutions for call center CRM and customer self-service.

 

See other courses available

What you will learn:

  • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance

Service Cloud Overview

  • Your Service Organization
  • Service Cloud Overview
  • Service Cloud Use Cases

 

Managing the Case Lifecycle from Creation to Closure

  • Support Channels
  • New Cases
  • Existing Cases

 

Knowledge

  • Resolve a Case Using Knowledge
  • Create a Knowledge Article

 

Automate Case Management

  • Case Capture
  • Predefined Communication
  • Case Assignment and Escalation
  • Notification

 

Agent Productivity Tools

  • Console for Service
  • Live Agent
  • SoftPhone

 

Self-Service Support

  • Communities

 

Collaborate Using Chatter

  • Your Profile
  • Chatter Groups

 

Track Your Business with Reporting

  • Reports
  • Dashboards
  • Mobile Reporting in Salesforce1

The SVC201 – Service Cloud Essentials for Managers course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.

The SVC201 - Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting. The Salesforce Service Cloud helps managers establish and maintain solutions for call center CRM and customer self-service.  

See other courses available

What you will learn:

  • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance

Service Cloud Overview

  • Your Service Organization
  • Service Cloud Overview
  • Service Cloud Use Cases

 

Managing the Case Lifecycle from Creation to Closure

  • Support Channels
  • New Cases
  • Existing Cases

 

Knowledge

  • Resolve a Case Using Knowledge
  • Create a Knowledge Article

 

Automate Case Management

  • Case Capture
  • Predefined Communication
  • Case Assignment and Escalation
  • Notification

 

Agent Productivity Tools

  • Console for Service
  • Live Agent
  • SoftPhone

 

Self-Service Support

  • Communities

 

Collaborate Using Chatter

  • Your Profile
  • Chatter Groups

 

Track Your Business with Reporting

  • Reports
  • Dashboards
  • Mobile Reporting in Salesforce1

The SVC201 – Service Cloud Essentials for Managers course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.

    Upcoming Dates
  • ` Jun 26 - Jun 27, 2023
  • ` Jul 24 - Jul 25, 2023
  • ` Aug 21 - Aug 22, 2023
  • ` Sep 18 - Sep 19, 2023
  • ` Oct 16 - Oct 17, 2023